For many years I had what I assumed was a joint account, shared with my husband at Abbey National, which later became Santander. We opted to bank online and recently went "paperless". However, I found that, unlike my husband, I could not access our online statements. After many weeks of calls and messages, I was told that the reason I cannot view statements is that Santander regards my husband as the main account holder, and I am just a subsidiary account holder. Only the main account holder can view statements.

The only resolution they can offer is for us to swap who is the main account holder – ignoring the fact that we want to be equals. On the Santander website it states that we should both be able to access this service on an individual basis.

I don't feel like an individual right now, and I wonder how many other people do not have full access to their accounts and don't realise it. LE,Oxford

Last week Santander's UK chief executive Ana Botín told Guardian Money colleagues that the bank has already turned the corner on service standards, but we are still hearing about this sort of complaint – relatively uncomplicated problems that staff appear unable, or unwilling, to resolve without a prod from the top.

Santander says your problem is not widespread but was linked to your decision to elect to receive your statements in the paperless form. Happily, it has now enabled you to both see them online, and talked you through the process. "We are sorry if she was given incorrect information about this. To cover costs incurred while contacting us about this problem we have made a goodwill payment of £45," says a spokeswoman.

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